Alex Courtier
Dorchester,United Kingdom
Summary
Operational Manager with over 5 years of experience in optimising business processes and driving operational excellence. Known for identifying areas for improvement, implementing process refinements, and leading teams to deliver high-quality outcomes in fast-paced environments. Strong analytical and problem-solving skills, combined with a diplomatic and empathetic leadership style. Proven track record of delivering results and exceeding targets while maintaining high standards of quality and service. Seeking a role within a values-led organisation where I can contribute to meaningful outcomes, make a positive impact, and continue to develop within a strong ethical and collaborative culture.
Overview
10
10
years of professional experience
Work history
Litigation and Recoveries Team Supervisor
Lester Aldridge
Bournemouth
2026.01 - Current
- Introduced and implemented a structured tracking system to improve visibility and control of high-volume incoming legal instructions, enabling clearer oversight of workload status and backlog management.
- Identified and escalated capacity constraints within a high-volume workflow environment, using data-led analysis to highlight mismatch between incoming work and available resource.
- Managed and coordinated daily workflow across a multi-person legal administration team, ensuring prioritisation of competing client instructions and maintaining service continuity under sustained pressure.
- Played a key role in stabilising team operations during a period of high demand and process inconsistency, improving visibility of work allocation and outstanding tasks.
- Produced and maintained management information reporting to support operational decision-making and highlight emerging workload risks.
- Collaborated with senior stakeholders and HR to review operational challenges and explore potential improvements to team structure, resourcing and workflow design.
- Acted as escalation point for workflow issues, contributing to problem resolution and continuous improvement of internal processes in a fast-paced environment.
- Drafted and issued Letters Before Action (LBAs) in accordance with pre-action protocols.
- Prepared and issued County Court claims, ensuring compliance with procedural requirements and court deadlines.
- Liaised with police forces, insurers and external stakeholders in relation to vehicle theft, recovery and evidential enquiries.
- Managed communication with clients, third parties and enforcement bodies to progress claims and recover assets.
- Reviewed case merits and supporting documentation to determine appropriate recovery and litigation strategies.
- Monitored court deadlines, procedural requirements and case progression to ensure timely and effective resolution of matters.
Commercial Recoveries Team Leader
Pennon Water Services
Bournemouth
2025.04 - 2025.10
- As a Commercial Recoveries Team Leader, my role is to lead and develop a team responsible for the recovery of commercial debt, ensuring all activity is in line with business objectives and regulatory expectations. Despite only being in the role since April 2025, I have already made a notable cultural impact, launching a team newsletter that has been shared across the wider business and warmly received. I have also taken early steps to break down siloed ways of working, fostering collaboration and alignment between previously disconnected teams, with the aim of building a more cohesive, engaged, and high-performing business.
Career break
None
2024.05 - 2025.04
Operations Team Manager
Amigo Loans
Bournemouth
2019.11 - 2024.05
- As an Operations Team Manager, my role was to lead a team responsible for the collection of outstanding debts from customers. I oversaw the day-to-day operations of the team, ensuring that all collection efforts were customer-centric, as well as in compliance with company policies and FCA regulations. I also provided 121s, coaching and guidance to team members to improve their performance and achieve collection targets, whilst fostering a supportive and healthy work environment. The business is winding-down and so I was made redundant from this role on the 30th April 2024.
- Won Amigo "Customer Ambassador of the Year" Award in December 2019 for work done as a CXC/Pre-Litigation Agent in the run up to Promotion to Team Leader in November 2019
- Effectively managed a successful Collections Team of 10 through a time of change due to COVID-19, even whilst dealing with the new challenge of working remotely from home
- Up-skilled a full team of 14 Customer Service agents to become a successful multi-skilled Recoveries team
- Successfully integrated several different groups of remote-working Outsourced agents into Operations teams
- Maintained consistent 9.0+ out of 10 on Employee Engagement Survey scores from team members for Growth, Mentoring and Management Support
- Presented Company systems and processes to the FCA in efforts to help the business return to lending - received high praise and a personal letter from our CEO as a result of this presentation and working relationship with the regulator improved dramatically
- Played a key role in steering the department to exceed cash collection targets by margins of over 20% per month as the business underwent a winding-down phase
- Orchestrated a highly successful reduced settlement campaign during the business wind-down phase, yielding £460k in commercial value, exceeding the sale value of £220k for four different customer cohorts
- Delivered a speech about my personal journey up to management to the leadership team that was so well received the CEO asked to be taken through it one to one on his return from holiday
- Worked in an Agile Release Train alongside day to day role to produce highly regarded Work Level Instructions that were used by Tech teams to help with integration on a new product and as the guide for all Training content to be written from
- Completed Lean Six Sigma Yellow Belt qualification, including a report out to Senior Leadership team with a 93% pass mark
Customer Experience Coach
Amigo Loans
Bournemouth
2019.08 - 2019.11
- I was promoted to this role after demonstrating "role model" attributes in previous Account Manager roles. This role was to develop and implement training to improve the customer service skills of the team, alongside the account management aspect of my previous role.
- Delivered high quality coaching and guidance to new and experienced agents alike
- Regularly held engaging and motivating group call listening sessions with Account Managers across the department
- Used initiative to write and share a widely used training guide on the Company's litigation process
- Continued to over-achieve on Account Manager KPIs
Collections/Recoveries Account Manager
Amigo Loans
Bournemouth
2016.01 - 2019.08
- As an Account Manager I was responsible for identifying the root cause of a customer’s difficulties in making payment and finding the best solution based on the customers individual circumstances. This involved speaking with customers at different stages of their arrears journey and maintaining a customer centric focus in the most efficient manner possible, whilst maintaining a high standard of quality.
- Successfully prioritised a case list, combined with inbound calls, in order to meet and exceed KPIs
- Consistently overachieved on targets of preventing customers needing to be assessed for court action by setting up suitable arrangements within 30 days of being assigned each case
- Developed and used expert objection handling to gain customer engagement and avoid or close complaints
- Utilised media skill set to help build brand awareness through social media videos and take photos for the Amigo Investor website
Education
National Diploma - Media (Moving Image)
Weymouth College
WeymouthThe Purbeck School
WarehamSkills
- Team Leadership & Performance Management
- Stakeholder Management & Diplomacy
- Coaching, Training & Team Development
- Client Service & Case Communication
- Critical Thinking & Problem Solving
- Strong Interpersonal & Communication Skills
Timeline
Litigation and Recoveries Team Supervisor
Lester Aldridge
2026.01 - Current
Commercial Recoveries Team Leader
Pennon Water Services
2025.04 - 2025.10
Career break
None
2024.05 - 2025.04
Operations Team Manager
Amigo Loans
2019.11 - 2024.05
Customer Experience Coach
Amigo Loans
2019.08 - 2019.11
Collections/Recoveries Account Manager
Amigo Loans
2016.01 - 2019.08
National Diploma - Media (Moving Image)
Weymouth College
The Purbeck School